Customer Success Manager, Algolia
Site search and discovery powered by AI
Be an early applicant
Site search and discovery powered by AI
501-1000 employees
Be an early applicant
501-1000 employees
Company mission
Algolia's mission is to change the way people interact with data.
Role
Who you are
- Fluency in English
- Second Language - French or Italian
- 2 - 3 years relevant work experience in customer success, account management, digital consultancy or project management, preferably in a SaaS business
- Experience working with a portfolio of accounts, supporting a highly technical product
- Demonstrated ability to establish relationships, credibility, present, and to communicate effectively at all levels of an organization
- Ability to set priorities, drive decisions and get closure on recommendations and issues
- Ability to influence others towards continuous improvement, both internally and externally
- Experience successfully managing customer engagements to completion and customer satisfaction
- Excellent presentation, written and verbal communication skills
- Proven time management skills with the ability to prioritise tasks
What the job involves
- You will work closely with our Account Executives and Solutions Architects to ensure customers achieve their business objectives, advise them on best practices and act as the voice of the customers internally
- We expect you to take ownership and be able to execute without defined processes and implicit direction
- Drive the on-boarding, adoption, retention and overall success of our customers
- Lead the enablement of our users by conducting product trainings
- Work in partnership with Solutions Architects to guide customers through the project management and technical requirements of their Algolia implementation
- Provide regular, proactive recommendations to optimize the use of our platform
- Maximize the adoption of our product features in order to maximize the value driven by our product
- Identify accounts that are likely to churn and work proactively to eliminate that risk
- Identify opportunities to expand our partnership with customers
- Analyze accounts that have been lost, identify reasons for churning and build a strategy to win customers back
- Ensure all account issues are quickly resolved, utilizing resources from cross-functional teams internally
- Function as the voice of the customer and provide internal feedback on how Algolia can better serve them
- Track key account metrics and forecast retention
Salary benchmarks
Our take
While in-site searching has been available for some time from web search servers such as Google and Bing, its functionality is limited due to it relying on general web scraping techniques which can miss relevant information. By contrast Algolia indexes only the company's site, allowing its search to serve accurate results extremely swiftly, which helps to drive sales conversions aside from making sites far more usable. The efficacy of this solution can be seen from its customer base of over 10,000 companies including the likes of Slack, Zendesk and Lacoste.
To diversify and increase the product range, Algolia have expanded into other real-time APIs such as product recommendations available for eCommerce websites. With the company performing extremely well over the last few years, Algolia have recruited key senior executives to futher its growth. As the company continues to scale it seems likely that an IPO is not too distant a prospect.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
33% female employees
-3% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Jul 2021
$150m
SERIES D
Oct 2019
$110m
SERIES C
Total funding: $334m
Company benefits
- Health Insurance
- Mental Health Care
- Accidental Death & Dismemberment Insurance
- Dental Insurance
- Disability Insurance
- Flexible Spending Account (FSA)
- Health Savings Account (HSA)
- Life Insurance
Company values
- Grit - We thrive outside of our comfort zone, pushing ourselves to go ever further. We think long-term and constantly strive to be better, even if things don't always go as expected
- Trust - We trust each other just as we trust our users. We earn that trust by listening to each other, following through with our commitments and keeping our words
- Care - We want the best for our customers, community & colleagues. We go above and beyond to make sure they are happy
- Candor - We are open and honest. We give each other praise and criticism because we want to challenge each other and help one another grow
- Humility - We want our teammates to succeed as much as we do ourselves. We believe each team member is as important as the other and we approach each new challenge knowing that we may not have all the answer
Company HQ
Barron Park, Palo Alto, CA
Articles
Leadership
Bernadette Nixon
(CEO, not founder)Was previously CEO of Alfresco. Before that, was CRO at SDL and SVP & GM for OpenText
People progressing
Joined as an Account Executive. Promoted to Senior Account Executive after 1 year. They have been promoted to Director of Sales, Northern Europe.
Joined as an Enterprise Account Executive. Promoted to Director of Enterprise Sales after 2 years. Then promoted again to Head of Sales after 1 year. They are currently the Vice President of Sales for EMEA & APAC regions.
Share this job
View 38 more jobs at Algolia